Lean Six Sigma for Visibility Improvement: Case Study at Department of Social Support

Abstract

This paper addresses quality management in the public sector, namely the application of Lean Six Sigma (LSS) methods to increase the visibility of the flow of procedures in the administration of public institutions. Visibility of administrative procedures flow helps the citizen to better understand how an administrative process begins, how it develops, who is involved, how long it lasts and when it ends. In order to achieve the intended result of this study, public institutions at the local level, respectively municipality and the center for social issues, are observed. The current state of visibility of the procedures has been identified, defects are listed, measured, the causes of the defects are learned, the action plan has been proposed and the change of the situation has been verified. The methodology applied in this study is based on the LSS - DMADV technique (Define, Measure, Analyse, Design, and Verify). Thanks to DMADV methodology, a practical solution has been proposed that improves the visibility of procedures in the municipal administration. The public sector should consider investing in the application of LSS methods in order to increase creativity among employees for the quality flow of information by making them clear, cheep, simple and fast for citizens.